Manager, People Service Delivery

About the role

The People Service Delivery Manager is responsible for managing HR and Talent Acquisition-related vendor relationships and contracts, and maintaining the integrity of HR compliance, policies, handbooks, and templates.

Responsibilities

• Maintain and update all HR policies, employee handbooks, forms, and templates to ensure accuracy and compliance.
• Stay abreast of evolving HR and employment laws, regulations, and compliance requirements, ensuring policies, procedures, and people processes remain aligned to mitigate risk and protect Subway.
• Partner with Legal and HR leadership to incorporate regulatory changes and internal updates into policy documentation on a timely basis.
• Manage version control and ensure all documents are appropriately stored, accessible, and current in relevant systems.
• Conduct periodic audits of HR documentation to identify gaps or outdated content.
• Serve as the go-to resource for People team members seeking current policy documents or templates.
• Define, track, analyze, and report on SLAs, KPIs, and service delivery data across people service transactions, leveraging analytics and trends to identify improvement opportunities, inform decision-making, and enhance operational performance.
• Partner with HR Technology to optimize HR systems and identify automation and self-service opportunities to reduce manual effort and improve employee experience.
• Document and maintain standard operating procedures (SOPs) for all service processes.
• Own the end-to-end management of HR vendor contracts, including renewals, amendments, and terminations.
• Process and track HR-related invoices, coordinating with Finance to ensure timely and accurate payment.
• Manage vendor performance and identify new partners, tools, or service options that can enhance HR and Talent Acquisition operations, improve service delivery, and support evolving business needs.
• Oversee vendor administration activities such as adding and removing users, troubleshooting issues, monitoring service performance, and understanding how employment vendors integrate with HR systems to ensure accurate data flow, process alignment, and ongoing compliance.
• Support smaller-scale HR projects from scoping through execution, tracking milestones, deliverables, and timelines.
• Cook with cross-functional stakeholders to keep initiatives on track and within scope.
• Communicate project status updates to HR leadership and relevant partners.
• Identify and flag risks or blockers proactively, proposing solutions where possible.

Qualifications

• Bachelor's Degree in Human Resources, Business Administration, or related field.
• 5+ years of HR operations, HR coordination, or related experience.
• Demonstrated experience managing vendor contracts, invoices, or procurement coordination.
• Experience drafting and maintaining HR policies, handbooks, or compliance documentation.
• Strong attention to detail with excellent organizational and document management skills.
• Able to manage multiple priorities and projects simultaneously in a fast-paced environment.
• Strong written and verbal communication skills; comfortable working cross-functionally with Finance, Legal, and HR leadership.
• Experience supporting Talent Acquisition and HR operations through the use of HR systems, including HRIS, ATS, and related platforms such as Dayforce or similar tools.

What we Offer

• Insurance Plans (Medical/Dental/Vision/Life)
• 401k
• Competitive Bonus
• Mobility Allowance
• Tuition Reimbursement
• Company Holidays
• Employee Resource Groups
• Volunteering time
• Many More...